Incident Resolution Strategist

4 days ago

Sydney, New South Wales, Australia beBeeManager Full time $110,000 - $140,000
Job Opportunity

The role of an Incident and Problem Manager is pivotal in the organization's strategy, focusing on effective implementation and ongoing delivery of Incident, Problem, and Change Management.

This position entails minimizing the negative impact of IT incidents and preventing their recurrence, ensuring the stability, reliability, and continuous improvement of IT services to support business operations effectively.

High technical expertise, excellent communication skills, and collaboration with cross-functional teams are required for this role. The ideal candidate will possess a strong understanding of ITIL processes and frameworks, as well as experience with incident and problem management tools such as JIRA Service Management (JSM).

  • Establish and operationalize a consistent Incident and Problem Management process across the organization.

  • Implement, embed, and provide ongoing support of the Incident and Problem Process and Procedures to ensure adoption of ITIL best practices.

  • Partner with the Service Delivery Manager (SDM) to oversee and manage Incident, Problem, and Change across the environment.

  • Ensure seamless operation, continuous improvement, and strategic alignment of business technology services with organizational goals.

  • Drive restored service, effective crisis management, SLA adherence, and structured incident response.

  • Reduce incident recurrence, enhance IT Service quality and reliability, cost reduction, knowledge and learning, risk mitigation, and continuous service improvement.

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